Maricel Zapanta

Maricel Zapanta 48 Aquarius St. Monpert Subdivision Taytay, Rizal --CAREER SUMMARY More than 16 years of experience in local and foreign organizations focused on financial operations and customer service. A leader by example who can positively influence others and comfortable working with diverse personalities. PROFESSIONAL EXPERIENCE Australia New Zealand Global Services and Operations (Manila) Process Support SME – Loan Servicing APEA (August 2017 to June 2019) Lending Operations   Functioned as a senior analyst within the team ensuring adherence to risk and compliance by making certain process controls are in place Responsible for smooth implementation of process change and simplification and better management of quality and turnaround time by conducting continuous process training update with the team Key Accomplishments  Focal point in ensuring Japan Automation was delivered on time by collaborating with different teams that generated 25% FTE saves  Spearheaded cross-skilling among 4 countries in APEA that built team resilience which resulted to overtime reduction by 48%  Successfully developed a procedure guide across Singapore processes to ensure quality is standard among all Operations Officers  Step-up as back-up of the Loan Servicing Trainer and Lead in answering process queries, resolving issues and planning, ensuring that daily activities are completed without compromising the quality of service Documentation Officer (December 2013 to August 2017) Lending Operations    Responsible for facility limit set-up and maintenance for Singapore Institutional clients, ensuring accuracy and timeliness of updates by adhering to the process guidelines Prepared monthly fee report and quarterly Australian Prudential Regulation Authority (APRA) reporting for Singapore stakeholders Responsible for preparation of letter of offer for front liners (Australia Operations) on the basis of approved/proposed credit memorandum Key Accomplishments  Conducted training for Bengaluru staff that enabled them to perform effectively and successfully implemented load sharing between hubs that resulted to a significant reduction in overtime hours in Manila  Conducted process training for new hires and cross-skilled staff that allowed them to perform the process and support the team  Recognized for consistently performing beyond what is expected with productivity , quality and customer centricity Credit Initiation Assistant (June 2012 to December 2013) Lending Operations    Handled credit card and Moneyline applications for customers of Singapore branch Processed data entry of customer details into the system and made sure all details are captured accurately Acted as first line of credit check eligibility of applications submitted Key Accomplishments  Delegated to be the Step-up Production Lead and did various tasks such as planning and scheduling, and ensuring that service level agreements are met STARTEK Consultant (June 2011 to June 2012) Customer Service/Technical Support  Handled customer service and technical support for an American Internet service provider via multiple chat sessions iRemit Inc. Deputy Regional Head / Business Officer (June 2008 to October 2010) Market Management Division   Managed the operations and functional requirements of all Foreign Office Heads in the assigned territory and local staff complement. This includes different aspects of the business such as marketing, operations finance and people management. Responsible for managing growth of the region by coordinating the marketing strategies to be executed by the Foreign Office to increase sales and profitability Country Customer Care Officer (February 2006 to June 2008) Service Operations Division – Support Group    Contact person of foreign office and partners, handling day to day operational concerns and assistance, process amendments and queries Prepared Settlement Report to be submitted to accounting department, monitors settlement and advance funding Assisted the supervisor with scheduling and training of new hire with country specifics Domestic Sales Associate (May 2005 to February 2006) Market Management–Domestic Sales    Assisted and processed payroll of shipping companies specifically for seaman Acted as contact person of clients for queries of the seaman’s beneficiary Did client calls to promote and offer services of the company and assisted the sales manager in Forex trading Summary of Key Accomplishments  No financial loss or regulatory breach noted while overseeing the region due to efficient operational function  Contributed to the overall market share growth of the region by attending events and function and that raise awareness of the new products launched Ambergris Solution Inc Resolution Specialist (January 2005 to April 2005) Customer Service    Handled escalated issues and concern of clients and assisted team leaders in managing the queue Acted as floor support: managing team pending, assist representatives with account policy and procedures. Did own quality audits/monitoring to ensure good customer service Customer Interaction Associate (November 2002 to January 2005)   Functioned as customer service representative for an American computer company handling inquiries via email and phone support. Processed requests such as price drop, missing orders, order status, expedite requests, address correction, returns and the likes EDUCATION BS Mathematics major in Actuarial Science University of Santo Tomas 1997 - 2002